QueueMetrics forum

QueueMetrics => Improving QueueMetrics => Topic started by: siva.ssk7 on April 10, 2015, 14:04:20

Title: Unanswered data on agent login
Post by: siva.ssk7 on April 10, 2015, 14:04:20

Team, Is there any option to view unanswered details on agent login, so they can dial those numbers with "Dial" option in agent screen itself.

Title: Re: Unanswered data on agent login
Post by: mirkox on April 10, 2015, 14:43:16

Hi siva.ssk7,

well... that's not possible directly; I mean, QueueMetrics hides the details of the queues to the agents, they can run reports but only on their own activities (that excludes unanswered calls).
What you can do, indirectly, is: use our json api (http://manuals.loway.ch/QM_JSON_manual-chunked/ch04.html) to get the list of unanswered calls, and render it on a web page. This web page will be loaded in the agents page using the "custom web panel" (look for 8.7.7 in our manual :  http://manuals.loway.ch/QM_UserManual-chunked/ch08.html#_custom_web_panel)

If you need something more advanced, like an automatic call back system you can try our dialer: WombatDialer; we also have an example of automatic call-back with Elastix and Wombat in our blog:  http://blog.wombatdialer.com/post/35777830906/elastix-callback

Mirko